Service operation ensures that services are being provided efficiently and effectively as per SLAs. It includes monitoring services, resolving incidents, fulfilling requests and carrying out operational tasks.
Key Points
◉ Service Operation includes five process and four functions.
◉ Service operation deals with day-to-day activities and infrastructure that are being used to deliver the services.
◉ Service Operations is where all design and transition plans are executed and measured.
◉ From customer point of view, Service Operation is where actual value is seen.
Service Operation Processes
Service operations include total five processes as described in the following table −
Sr.No. | Process & Description |
1 |
Event Management The objective of this process is to make sure all CIs are monitored constantly. It also filters and categorizes the events in order to decide on appropriate actions. |
2 |
Incident Management The purpose of Incident Management is to restore the service to the previous stage as early as possible. |
3 |
Request Fulfillment This process deals with handling requests such as change password, create new user and create email id etc. |
4 |
Access Management This process deals with granting rights to authorized user to use the service. |
5 |
Problem Management This process deals with finding root cause of the problem and prevent incident to occur again. |
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